Guarantee & Refund Policy

This policy explains the conditions of our 21-day launch guarantee and how setup fees, monthly plans, and refunds work for builds delivered by Volcha Enterprises Limited ("Volcha", "we", "us", "our"). It forms part of your order or service agreement with us. Where your signed agreement says something different, the signed agreement wins.

1. The 21-day launch guarantee

If your build is not live within 21 calendar days of your Kickoff Date (section 2), as extended under section 4, you may choose either:

• a refund of the setup fee you paid for that build, on the terms in section 6; or
• to let us finish the build, with your first month's monthly fee waived.

The guarantee covers the timing of your launch only. It covers the setup fee only, never monthly fees, third-party costs, or fees for extra work.

2. When the clock starts

Your Kickoff Date is the date we confirm to you in writing that all of the following are in place:

• your order or service agreement is signed or accepted in writing;
• the setup fee has been received by us in full, in cleared funds; and
• you have given us everything on your onboarding checklist. This includes your business information, pricing and policies, brand assets, a named contact person, and working access to the accounts and systems we need, such as your website, Google account, Make.com account, and, where your plan includes it, your Claude account.

If the onboarding checklist is not complete within 30 days of payment, we may treat the build as cancelled by you before kickoff, and section 8 applies.

3. What "live" means

Your build is live when both of these are true:

• your lead agent is deployed and can be used by visitors, either on your website or, if we have not been given working access to your website, on a hosted link we provide; and
• leads it captures are delivered to the email address and Google Sheet agreed at kickoff.

Other parts of your plan, including additional automations, Claude skills and modules, team training, reports, and refinements, may be delivered after go-live. They do not affect whether the build is live.

4. What extends the deadline

The deadline moves back one day for every day of delay caused by any of the following:

• you, or anyone acting for you, taking longer than 2 business days to answer a question, supply content or access, or approve work;
• changes you request to the agreed scope after the Kickoff Date (we will tell you in writing how much a change extends the deadline before we start it);
• third-party providers or approvals outside our control, such as Anthropic, Make.com, Google, Meta or WhatsApp Business verification, your hosting provider, your domain or DNS provider, or your own web developer;
• events beyond our reasonable control, such as power or internet outages, natural disasters, civil unrest, or government action; and
• Kenyan public holidays.

5. When the guarantee does not apply

The guarantee does not apply, and no refund is due under it, if:

• any amount you owe us is overdue;
• you start a chargeback or payment dispute instead of making a claim under section 6;
• you breach your agreement with us, our Terms of Service, or our Acceptable Use rules;
• you or a third party change, move, or remove our work before go-live without our agreement;
• you ask us to pause or postpone the build; or
• the build is not your first build with us. The guarantee applies once per business. It does not cover rebuilds, add-ons, plan upgrades, or extra work.

6. How to claim

• Email info@volcha.co.ke from your registered contact address within 7 days after your deadline (as extended), with the subject "Launch guarantee claim". Claims made after that window are not accepted.
• We will confirm the Kickoff Date, any extensions, and the outcome in writing within 5 business days.
• Approved refunds are paid within 30 days, to the original payment method and in the currency you paid. We deduct bank, transfer, or payment-processing charges, and any third-party costs we paid on your behalf with your approval, such as domains or paid plugins.
• We are not responsible for exchange-rate differences between payment and refund.

7. What happens after a refund

• The build and any monthly plan end on the date the refund is approved.
• Your right to use our work ends. We may switch off the lead agent and remove the automations, prompts, skills, and configurations we created, including those inside your accounts.
• You keep your own accounts and the leads and data in them. We handle any of your data we hold as described in our Privacy Policy.

8. Setup fees outside the guarantee

• Before the Kickoff Date: you may cancel in writing. We refund the setup fee minus 20%, which covers discovery work and the build slot we reserved for you. We only take on a limited number of builds each month.
• On or after the Kickoff Date: the setup fee is non-refundable, except under the launch guarantee in section 1.

9. Monthly plans

• Monthly fees start on the go-live date and are billed monthly in advance.
• Monthly fees are non-refundable. We do not give refunds or credits for partial months or unused features.
• You may cancel with 30 days' written notice. Service continues, and is billed, until the end of the notice period.
• If a monthly fee is more than 7 days overdue, we may suspend your lead agent and automations until it is paid.

10. Third-party costs

Claude plans are billed to you directly by Anthropic. Any other services billed to you directly by their provider are also yours to pay. Their charges are not part of our fees, we cannot refund them, and their own terms and refund policies apply.

11. No guarantee of results

We guarantee the launch timing described above, not business results. We do not promise any number of leads, conversations, bookings, sales, or revenue. AI systems can make mistakes. You are responsible for reviewing what your agent and your team's AI tools say and send on your behalf.

12. Limit on our liability

To the maximum extent permitted by law, our total liability arising from a build, including under this policy, is limited to the fees you paid us for that build. Section 10 of our Terms of Service also applies.

13. General

• The version of this policy in force on the date you accepted your order applies to that build. Later changes apply only to orders accepted after we publish them.
• Nothing in this policy limits any right you have under the Consumer Protection Act, 2012 or other law that cannot lawfully be excluded.
• This policy is governed by the laws of the Republic of Kenya, as set out in section 14 of our Terms of Service.